Outbound Contact Center Manager manages outbound call center operations and agents that sell products or services to new and existing customers. Develops standards and monitors metrics and targets for call volume, sales, and timeliness. Being an Outbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and upsell techniques. Sets and communicates operational policies and procedures. Additionally, Outbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Outbound Contact Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be an Outbound Contact Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
Under minimal direction, coordinates the efforts of other project team personnel, provides procedural guidance and assumes responsibility for achieving desired results. Is involved with project and strategy organization, cost estimating, milestone definition, and scheduling. Assists with the design lifecycle of hardware and client service technologies requiring advanced knowledge and utilization of systems and techniques. Competent to work at the highest technical and services level. Acts as project lead and first-line contact for ITS managers and supervisors, computer operations personnel and project personnel during all phases of client technologies development.
EEO/AA/Disability/Veteran
EDUCATION
Bachelor's degree in Computer Science or related disciplines preferred and technical training and work-related experience.
EXPERIENCE
5 years of IT experience. Experience successfully leading large, complex projects. This position requires excellent communication and problem-solving skills, and the capacity to organize and deliver solutions across all of the entities
LICENSURE
n/a
SPECIAL SKILLS
Proficiency in Microsoft Word and high-level expertise in Excel required. Skill and experience in adult education strongly preferred. Strong people skills and effective communication skills (verbal and written) and organizational skills required. Proven ability to work across organizations with multiple audiences and change leadership experience preferred. Expected to travel between organizations and provide off-shift training as required
PHYSICAL DEMAND
Travel to multiple YNHHS facilities is necessary. Off-hours work is expected in oversight of complex project deployment.
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